Job Description

12 Months

Communication & Collaboration Skills:

• Customer Service & User Support: Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests
• Cross-Functional Collaboration: Experience working with multiple teams, including application coordinators, trainers, and QA personnel
• Professional Documentation & Reporting: Ability to clearly document system changes, maintain logs, and communicate status updates effectively

Technical Knowledge & Skills:

• Help Desk Support: Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices
• Licensing & Regulatory Systems: Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
• Application Support: Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management
• Configuration & System Administration: Ability to modify and configure system settings, user permissions, and automated workflows
• Data Management & Documentation: Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint

Responsibilities:

1. Complete requested changes for password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within 3 business days.
2. Follow up with the requester for any additional needed information within 1 business day.
3. Ensure all communication with the requestor is noted within ServiceNow.

Education:

• Master's OR Bachelor's with 3 years relevant experience OR High School Diploma with 8 years relevant experience

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